Riu Jalisco

We stayed 18th Oct to 2nd Nov and have previously stayed in Riu hotels in Mexico, Jamaica and other destinations. We therefore felt comfortable with the Riu brand and thought that we would have a great holiday – how wrong we were. We knew that it was not a 5* hotel so didn’t have massively high expectations and in all honesty there was nothing wrong with the rooms, food etc. and the staff in general were lovely. The problems arose from other guests and the Riu policy of seeming to let guests do whatever they like to the detriment of other holidaymakers. As other people have reported, it was absolute chaos in all areas of the hotel during the period we were there. At least 4 people per day were carted off in wheelchairs so drunk that they could not stand and most were barely conscious, the poor security guards were doing relays taking people back to their rooms. It must be a usual thing as the wheelchair was on standby at all times! The pool was also closed at least 3 times due to people vomiting in it and the pool attendants were going around every day with a bucket slopping down sick poolside where people had been sick on their sunbeds. We tried the beach instead, this was not a relaxing experience either – again large groups of noisy, mainly drunk people who thought it would add to the atmosphere to bring their own large speakers and allow everyone the joy of their choice of music. Evenings were no better, there was no escape at all. Even sitting on our room balcony you could still hear noise from everywhere. Then the joy of hearing people shouting as they make their way back to their rooms – we witnessed people screaming and swimming in the ornamental pool outside of our room at 1am. Guests would then find it amusing to go around knocking on random doors and kids playing in corridors etc. We had meetings with Riu customer services and they said that they would put out extra security, not really sure if this happened, nothing much seemed to change. I also asked about the excessive drinking of other guests and if they had a policy to stop serving when it was clear that someone had had enough but she said that the hotel is sold as all-inclusive therefore they will serve anyone anything with no limits. We witnessed people who could not stand being served more alcohol and even still getting drinks when they had been hauled out of the pool due to collapsing. We tried to move to the Riu Palace and were told that it would cost an additional £600 for the 3 of us to move for the remainder of our holiday. We agreed to do this (it was that bad) but when we arrived at the Palace we were told that they had got the price wrong and it would cost an additional £1000, an amount that seemed excessive. They would not budge so we traipsed back to the Jalisco with heavy hearts. We didn’t expect the hotel to be a relaxing haven but were shocked by what we found going on. If we had wanted to spend our holidays surrounded by drunk groups of noisy vomiting people then I can think of easier and far cheaper ways of doing it.

On arrival we checked into Room 6128 a room at the side of the hotel overlooking what could be described as a building site. We then discovered that the air-conditioning was not working and the central fan inoperative, the fridge had leaked water all over the floor resulting in myself slipping, we reported this to Customer services, and requested a room change and was told this could not happen until 4pm the following day. This room should never have been released for occupation in this state. Our first night spent in this room with no air conditioning was terrible. Our second room, on arrival we discovered the safe was not working this was attended to within 20mins of which we were pleased, but then a succession of events started with customer services. We later discovered that the hose from the shower control to the head had a large hole in it, depriving the head of water and that the shower tray was not draining properly, Reported but still no action at time of leaving. Much more to add but no space.And finally on checking out, worst of all, the customer service girl not relising my wife was watching from a distance proceeded to mimic my limp due to a severe injury, limping back to her desk after seemingly discussing us with a colleague, In summery a beautifully located hotel, , but run by management who cared very little about Customers.

This visit was less than we expected. We often use Riu Resorts, everytime we are in Mexico actually. The service at this particular Riu has not been up to par based on our experience. It is a family resort, but it also has adult exclusive activities so we did not expect to be told that our concerns were not important when we called down to the front desk at 0100hrs to complain that our neighbours were yelling and allowing their children to play and scream in the hall. We were told it is a family resort so they cannot do anything. We also came back to our room one day to find all the linens tossed on the floor and no housekeeper in sight. An hour later, staff appeared the a new matress, don't know why, and swapped out the bed. Those staff members said someone would be back to finish making up the room right away. Hours later, still no housekeeper and a bare mattress. To top this off, when asked for additional linens we had to call down at the one hour and three hour mark to enquire as to when someone would be up. Front desk staff have done nothing to amend for these errors, which individually we would just let slide. By and large Riu is great, Riu Jalisco not so much.